Peter Jason Anilao

To help and assist customers to solve problems in an effective, creative and efficient manner in a challenging position in a Customer Service industry. ● ● ● ● ● ● ● ● ● ● Advance Technical Knowledge in Computer Networking, ADSL and Internet Advance Knowledge in Computer Software / Hardware Troubleshooting Advance Knowledge in Microsoft Office Tool, Photoshop, Canva and Wordpress Strong command in English both oral and written Advance Interpersonal skills, handling and managing people Able to work in a fast pace environment can adopt easily and can work with minimum supervision Excellent customer service, Sales and Retention skills Excellent communication, listening, and interpersonal skills Excellent conflict management skills, Can get along with others easily Ability to multi-task and learn quickly Client Success Manager (Remote) VTMEMBER.CA Vancouver Canada March 2021 - Present ● Reporting directly to the owner and CEO ● Managing all 91 campaigns of the company ranging from: ○ Real Estate Agents ○ Mortgage Brokers ○ Loan Officer Agents ○ Accounting firms ○ General Virtual Assistant ○ Graphics and Design ○ Video Editing ○ Website Development and Design ○ Social Media Management and Strategist ○ SEO and SEM ○ Anything that you can think of that can be done remotely, we can cater that service. ● Managing sourcing and recruitment ● Virtual agent performance management ● ● ● ● ● ● ● Client Meet and Greet with their candidates Launch Campaigns Client Onboarding and Integration of Campaigns Agent Onboarding, Training and Integration Client Satisfaction and Retention Weekly / Bi monthly Performance meeting with the Clients End of week Reports to the CEO Manager for Operations Customer Service for US Medical Insurance Legato Philippines February 2020 – March 2021 Overseeing 12 Team Leaders (180 Agents) Handling SME team Reporting directly to the Director of Operations Coordinates with several support groups such as: ○ Workforce Management ○ Human Resource ○ Recruitment ○ Quality ○ Facilities and Security ○ Finance / Procurement, Budgeting and Liquidation ● Manage and drive program performance ○ Service Level Agreement ■ AHT ■ ASA ■ Attendance ■ Adherence ■ Productivity ○ Net Promoter Scores ○ Quality score ● ● ● ● Manager for Operations (Australian Internet Service Provider) Customer Service/Technical Support Vocal Channel PTY Limited June 2018 – January 2020 ● Overseeing 2 Assistant Operations Manager for Customer Service and Technical Support ● Responsible for day to day Operations management ● Business Development ● Coordinates with workforce to make sure that Operations pass the service level agreement ● Assisting Talent acquisition team in filtering applicants ● Coordinates with QA and Training Dept. to improve team performance ● Recruit, select, train, assign, schedule, coach, counsel and discipline employees ● Manage staff levels, wages, hours, contract labor to revenues ● Responsible for all department managers and supervisors, with review/approval ● Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints ● Work closely with the Director for Operations and management team to set and/or implement policies, procedures and systems and to follow through with implementation. ● Communicate all operating policies and/or issues at department meetings responsibility for all operations employees. Shift Manager / Manager for Operations (Australian Telco In-house Contact center) Customer Service/Technical Support Orchid Cybertech Services (TPG and IINet Philippines) January 2012 – June 2018 ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Overseeing 75-80 agents Handling 5 Supervisors and POCs Assigned to several special task to improve Operations Performance Coordinates with workforce to make sure that Operations pass the service level Assisting Talent acquisition team in filtering applicant Coordinates with QA and Training Dept. to improve team performance Recruit, select, train, assign, schedule, coach, counsel and discipline employees Communicate job expectations; planning, monitoring, appraising and reviewing job contributions Plan and review compensation actions; enforcing policies and procedures Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping Analyze process workflow, employee and space requirements and equipment layout; implement changes Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations Manage staff levels, wages, hours, contract labor to revenues Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints Work closely with the Manager for Operations and management team to set and/or implement policies, procedures and systems and to follow through with implementation. Communicate all operating policies and/or issues at department meetings Graduate School: Juris Doctor of Law Tarlac State University 2019 - Present Ongoing 3rd Year College : Bachelor of Commercial Science Major in Computer Science Jose Rizal University 2001 - 2005 Secondary : Palauig Academy Educational Foundation Palauig Zambales 1997 – 2001 Primary : A.P. Decano Memorial Elementary School Palauig Zambales 1991 - 1997 Date of Birth Place of Birth Age Civil Status Religion Height Weight Citizenship : : : : : : : : October 27, 1983 Mandaluyong City 38 years old Married Christian 5’7” 150 lbs. Filipino Available upon request: I hereby certify that the above information is true and correct to the best of my knowledge and belief. Peter Jason T. Anilao Applicant